This FAQ page contains the top teaching and learning technology issues presented during mixed modality course delivery. Please check back frequently as emerging topics will continue to be added.

Learning FAQ Topics

This happens commonly when someone is not logged into Zoom and Blackboard:

  1. Log into Blackboard and click the link for the recording where it brings you to the password required page.

  2. Open a new tab in your browser and log into completely.

  3. Go back to Blackboard and click the link again and the video will open

This commonly happens when you are not signed in or authenticated with SSO (single sign on).

  • Log out of and the desktop app. You can do that by clicking on your image or initials in the upper right corner of the screens.

  • Click on your class link and that will bring you to the sign-in page.

  • DO NOT SIGN IN WITH YOUR EMAIL. This will cause a loop; instead choose Sign in with SSO.

    sign in with sso page

  • The next screen will either automatically sign you in if you are signed into SSO elsewhere or it will ask for your company domain. Ours is syracuseuniversity, all one word.

    sing in with sso web address field

  • Click continue and an orange box will pop up. Use your NetID and Password to authenticate.

    shibboleth single sign on window

  • You are now properly signed into Zoom.

    You may need to click the link for the recording again as caching issues can cause the already launched video to not play.

There are two main reasons your course may not be showing in Blackboard:

First, if you recently registered for the course, it could be timing. Due to the way that information is processed by Blackboard, if you register for a course before 5pm ET you should see your course by 7pm ET. If you registered after 5pm, you will not see the course until the following day.

Second, if you have not recently registered, it is likely the Instructor has not yet made the class available to students. If you feel you should be able to see the course, we encourage you to reach out to your Instructor and ask if the course has been made available.

The first thing to note is how recently you changed your password before trying to log in. Most systems have a sync time associated with them. Your MySlice/Blackboard accounts should work nearly instantly with your new password while your email can take up to one hour for the password to sync. If you changed your password less than an hour ago, it is just a patience game.

Secondly, it may be due to a temporary account lockout.  This happens when an incorrect password--in this case, your old password--is used repeatedly in a brief period of time.  Certain devices store passwords.  Some try to use it continually, resulting in an account lockout. Other devices will simply give up or display a request for a password.

The solution is to locate saved passwords and remove or update them and perform a fresh login.  Here are some examples of devices with stored passwords:

  • Off-domain PCs & Macs
    • Mapped drives and printers
    • Email clients that connect to Exchange email system (phones, tablets, third party mail clients)
    • Saved passwords in web browsers
    • Saved passwords in WiFi configurations (AirOrangeX)
    • Saved passwords in VPN configurations (phones, tablets, Macs)
  • On-domain PCs, Macs, Servers
    • Saved passwords in web browsers
    • Currently logged on sessions (computers, terminal servers, remote application presentation)

The last thing you would want to try is to confirm that you are indeed using the correct new password. To do so, visit and click on "confirm your password." Do not let your password autofill. Based on the result, you can either change your password again or reach out to the Help Desk.


Teaching FAQ Topics

Common features between Kaltura and Zoom Cloud video recording, both:

  • Computer screen capture with voice
  • Record and share videos with others via a web link
  • Make videos available via Blackboard
  • Computer-based auto closed captions

Unique features between Kaltura and Zoom:

  • Zoom is primarily used as a live video conference tool that can host many people in real time. Kaltura does not have a live web conference feature at this time.
  • Kaltura has various editing and management features. Zoom has limited editing and management tools.
  • Kaltura specializes in video capture from your desktop computer

  • Log into Blackboard and go to any Content Area where you wish to deploy the Zoom link. 

  • In the top menu, select Tools and locate the Zoom Meeting option.

Zoom Meeting Link in the Blackboard Tools Menu

  • Give the tool a name, and an optional description. As the link is important to students, place it prominently in the course.

  • Click Submit.

  1. Schedule a New Meeting in your Blackboard course, or if you are using your Personal Meeting Room, go to step 2.

  2. Log on

  3. Under Settings, verify Breakout rooms are turned on and check Allow host to assign participants to breakout rooms when scheduling.

    screenshot of breakout rooms
  4. Under Upcoming Meetings > Edit meeting > All Occurrences.

  5. Check Breakout Room pre-assign the click on Import from CSV.

    screenshot of breakout room toggle

  6. Download the template by clicking on download the template.

    screenshot of breakout room upload page

  7. Open the .CSV file > enter the room names > Syracuse email addresses > Save

  8. Browse to choose the .CSV file > click Save and then Save the meeting edits

    Breakout room screenshot

  9. After starting the meeting through Blackboard, the breakout rooms will auto-populate. 

    Do not start breakout rooms until all participants have joined the meeting, otherwise you will have to manually assign late joiners to their designated room.

We know this can be frustrating. The main reason for pre-assigned breakout rooms failing is that all of the attending students need to be logged in to Zoom correctly with their SU account before attending the class. We suggest informing your class that all students should visit and sign into the Syracuse University instance of Zoom. Then students should join the meeting through the previous provided methods.

Videos generally take about as long as the duration of the video to process in low definition and longer for higher definitions.  For example, a highly dynamic scene, with changing lighting and high level of detail (e.g. nature walk) will achieve different results than a static scene (e.g. talking head) or a scene with low level of details (e.g. text slides). Typical transcoding times from Kaltura are as follows:

  • For 360p video, transcoding will usually be realtime (i.e. equal to the duration of the source video). 
  • For 720p video, transcoding will usually be between 4x and 8x the video duration. 
  • For 1080p video, transcoding will usually be between 10x to 15x of the video duration. 

In layman's terms, a one hour video will be ready to embed at low quality in one hour. It will continue to process until it is complete in high quality, so for our one hour video, the high definition video will be ready in 10-15 hours.

If you started your recording in Zoom, the video will not start converting in Kaltura until it has full uploaded in Zoom Cloud.

Automatic machine captions are ready within 24 hours of uploading the video.

Additional Resources

Have more questions about the topics above? While these are some of the top issues we have been seeing, more specific answers for each topic can be found on the support pages below. Also be sure to check both the Online Success Toolkit and the ITS Help & Support home page

Need More Help? Contact the ITS Help Desk seven days a week at 315.443.2677,, or making a reservation to visit us at 1-227 Center for Science and Technology (Hours of Operation & Appointments).